As a Customer Service Representative, you will be the voice of our brand, assisting customers via phone, email, and chat. Your primary responsibility will be to ensure customer satisfaction by addressing inquiries, resolving issues, and recommending products. You will play a vital role in creating a positive shopping experience, fostering customer loyalty, and contributing to our company’s success.
Reports to the Director of ECommerce. This role is based in our South Gate, CA corporate headquarters and is 100% in-person and in-office.
Key Responsibilities:
- Customer Assistance: Provide prompt and professional customer support via phone, email, and chat, addressing inquiries about products, orders, and policies.
- Product Recommendations: Utilize your knowledge of our product line to upsell and cross-sell items, ensuring customers find the perfect fit for their needs.
- Damage Claims and Escalations: Handle customer claims for damaged products and manage escalated issues with empathy and efficiency.
- System Navigation: Utilize Shopify and Gorgias platforms to track orders, manage customer interactions, and maintain accurate financial records.
- Team Collaboration: Work closely with team members and other departments to share insights and improve customer service strategies.
- Project Support: Assist with various projects and initiatives as assigned, contributing to the department's overall goals.
Qualifications:
- Previous experience in retail or customer service, preferably in the fashion or apparel industry.
- Strong verbal and written communication skills, with a friendly and professional demeanor.
- Ability to upsell and recommend products effectively based on customer needs.
- Strong problem-solving skills and the ability to handle escalated issues.
- Ability to multitask and manage time effectively in a fast-paced environment.
- An interest in fashion and knowledge of denim styles and trends is a plus.
- Familiarity with Shopify and Gorgias is preferred.
